Hello,
I’d really appreciate some help on this one, it’s a bit bizarre! We’ve got a long-standing customer that has not received any invoice emails since August 2024 - despite many having been sent to them.
We’ve had a look through and while the invoices are being emailed and BCC’d contacts are receiving them, the invoice email ‘To:’ fields are not populating. This customer has three email addresses, and all three show as blank on the emails. I’ve tried deleting and resaving the contacts, and sending to only one email address, but neither have been able to jump-start it.
The invoice activity log doesn’t show any problems, and the emails appear to have gone out without any errors flagging.
This doesn’t appear to have affected any of our other customers, both new and existing, as they’ve been receiving their invoices without issue - it seems to be only this customer. Deleting and re-creating the client profile isn’t an option either as there is several years worth of data we don’t wish to lose.
We would really appreciate any help that can be offered, thank you!
Kind regards,
Louise